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Customer Relationship Liaison

2 months ago

Fresno, California, United States Apria, Inc. Full time
Job Summary

We are seeking a highly skilled Customer Relationship Liaison to join our team at Apria, Inc. As a key member of our organization, you will be responsible for building and maintaining strong relationships with our clients, ensuring their needs are met and exceeded.

Key Responsibilities
  • Act as a single point of contact for a specific account or accounts, providing exceptional customer service and support.
  • Respond to customer needs, concerns, and complaints in a timely and professional manner.
  • Consult with clients and referral sources on products and services, providing expert advice and guidance.
  • Obtain all necessary documentation to facilitate smooth transactions and ensure compliance with company policies.
  • Manage all follow-up functions with the account, ensuring timely and effective communication.
  • Oversee all transactions coming from a specific account(s), including referrals and orders.
  • Obtain all required documentation for orders to be entered into the system, ensuring accuracy and completeness.
  • Communicate with patients to confirm orders and discuss financial obligations, providing clear and concise information.
  • Assess patient needs and promote company products and services, identifying opportunities for growth and development.
  • Proactively resolve issues by anticipating and identifying problems, coordinating effective solutions.
  • Troubleshoot any issues that may arise with medical groups and on-site departments, providing expert support and guidance.
  • Assist medical groups and other provider groups in understanding company products and services, ensuring seamless integration.
  • Assist in the utilization process and transition of members related to capitation switch-outs.
  • Coordinate patient services with physicians and medical groups, ensuring timely and effective communication.
  • Identify and develop strategic relationships within the institution, enhancing patient care and outcomes.
  • Participate in quality assurance and performance improvement initiatives, contributing to the continuous improvement of our services.
  • Perform timely follow-up on initial and renewal authorizations, ensuring reimbursement of products and services.
  • Perform follow-up on outstanding CMNs, renewal CMNs, and prescriptions, ensuring accuracy and completeness.
  • May instruct patients on basic use of respiratory therapy equipment, durable medical equipment, oxygen equipment, and other equipment/services, as approved by state licensure limitations.
  • Respond to emergency calls and related needs, providing timely and effective support.
  • Effectively work and coordinate timely discharges with the Customer Care Center and Branch Customer Service Team.
  • Operate a personally owned vehicle (POV) and/or company vehicle (non-CDL) in accordance with essential job functions.
  • Set up and deliver home healthcare products and services, ensuring timely and effective delivery.
Requirements
  • High school diploma required.
  • At least 2 years of related experience.
  • Demonstrated ability to build and maintain solid working relationships with internal and external customers.
  • Learn and comply with all Department of Transportation, Transportation Safety Management (TSM), and POV requirements applicable for the safe and compliant use of Apria vehicles and POVs.
  • Participate in and successfully complete ongoing training and development to become and remain qualified to perform essential job functions.
  • Geographically located within the assigned territory.
Benefits
  • Competitive salary.
  • Ability to have early access to earned wages.
  • Medical, dental, and vision benefits.
  • Healthcare Flexible Spending Accounts and Healthcare Savings Accounts.
  • Life, AD&D, and disability insurance.
  • Paid time off, including vacation, personal time, paid sick leave, and paid holidays.
  • 401(k) Savings Plan.
  • Educational assistance.
  • Employee referral reward program.
  • Employee discount programs.
  • Company-paid employee assistance plan.
  • We recognize our veterans by offering a company-paid day off for Veterans Day.
  • Career advancement and development opportunities.